event details
Date + time
Wednesday, November 20th
15:00 – 18:00 (doors open at 14:30)
Location
Essense Office
James Wattstraat 100
Amsterdam
Costs
Free
A journey approach for digital design & process optimisation at NS.
Join us at our next roundtable, where we’ll showcase how the NS approached a large and complex migration with a journey-based approach. This case will demonstrate customer-centric design in action, for both designing the optimal UX and streamlining the operations.
Discover how high-level journeys are translated into micro journeys, UX flows, and process optimisations (using service blueprints) — crucial tools for coordinating teams, processes, and systems to ensure a seamless experience.
Our guest speaker Rainier Praalder, will guide you through how NS leverages the PROMISE pyramid to drive customer-centric design.
In this session, you’ll learn:
- How journey-based working can not only align design efforts across channels but also streamline processes in the back office.
- How our PROMISE framework helped to manage the complexity for optimising the customer experience and service delivery.
- The advantages of working across multiple levels to create a cohesive customer experience.
Don’t miss this chance to gain insights from this real-world example for implementing journey-based working in your own organisation.
Register below to secure your spot
The speakers
Rainier Praalder
Service Designer
@ NS
Kate Backhouse
Lead client consultant
@ Essense
Noor Schopman
Commercial director & host
@ Essense